Training and Quality Team Leader

About DigiPlus Interactive Corp.

DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates PeryaGame and GameZone, with more to come. For more information, visit: www.digiplus.com.ph.

Main Duties and Responsibilities:

• Update and ensure that training materials and resources are up-to-date
• He/She will analyze inbound/outbound calls, chat and email interactions, present findings to our leadership team and identify training needs
• Overall point of contact in terms of Training and Quality Data gathering and Analysis
• Prepare reports for leadership team/key stakeholders regarding trends in associate performance and opportunities for process or training improvements
• Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and Department-Wide performance
• Utilize a quality scoring tool to log insights and provide product feedback to improve the tool
• Assist in training and mentoring other QA analysts as needed
• Participate in regular meetings for calibration and coaching strategy
• Develop insights and recommendations from analysis of quality audits
• Keep up to date on all necessary processes, products, and policies impacting the operation
• Provide coaching and feedback to Training and Quality Specialist on how to improve facilitation of training classes
• Build and maintain the Training Program
• Ensure trainees have all of the resources they need to be successful, including documented processes and adequate training materials
• Plan training sessions and accurately reinforce essential knowledge, skills, and processes
• Create a welcoming and encouraging environment for learners to ask questions and actively engage in the learning process
• Break down complex information and demonstrate adaptability and agility in training approach in response to differences in learner’s style and ability
• Evaluate the learners’ skill level and knowledge gaps and communicate training progress to their managers/supervisors/team leaders
• Evaluate training program effectiveness through assessments, surveys, and feedback, analyze the results to suggest modifications to the training materials/approach
• Work closely with the leadership team to ensure alignment between training initiatives and operational needs

Qualifications:

• Preferebly College Graduate – Bachelor’s degree or minimum of second year college level completed
• Minimum four (4) years experience as a Team Leader is required
• One (1) year experience as a Trainer or Learning Specialist or Quality Analyst/Specialist is preferred
• Online Gaming Industry/Casino experience will be an advantage
• Background in Data Analysis, Data Analytics, Six Sigma/Process improvement in the service industry is highly preferred
• Strong Knowledge of Contact Center Operations
• Knowledgeable in quality analysis and data driven individual
• Strong understanding of the Gaming Industry
• Above Average Written and Verbal Communication skills in both English and Tagalog
• Proficient to Expert level in using Microsoft Excel
• Fundamental understanding and ability to apply adult learning principles
• Excellent understanding of Customer Experience and Customer Support best practices
• Ability to identify trends and root causes of these trends
• Previous quality monitoring experience
• Previous Business Process Improvement experience
• Work experience in a startup environment
• Willing and able to work on shifting schedule to support 24/7 operations
• Willing and able to work on holidays
• Willing to work on-site/in-office daily

About DigiPlus Interactive Corp.

DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates PeryaGame and GameZone, with more to come. For more information, visit: www.digiplus.com.ph.

Main Duties and Responsibilities:

• Update and ensure that training materials and resources are up-to-date
• He/She will analyze inbound/outbound calls, chat and email interactions, present findings to our leadership team and identify training needs
• Overall point of contact in terms of Training and Quality Data gathering and Analysis
• Prepare reports for leadership team/key stakeholders regarding trends in associate performance and opportunities for process or training improvements
• Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and Department-Wide performance
• Utilize a quality scoring tool to log insights and provide product feedback to improve the tool
• Assist in training and mentoring other QA analysts as needed
• Participate in regular meetings for calibration and coaching strategy
• Develop insights and recommendations from analysis of quality audits
• Keep up to date on all necessary processes, products, and policies impacting the operation
• Provide coaching and feedback to Training and Quality Specialist on how to improve facilitation of training classes
• Build and maintain the Training Program
• Ensure trainees have all of the resources they need to be successful, including documented processes and adequate training materials
• Plan training sessions and accurately reinforce essential knowledge, skills, and processes
• Create a welcoming and encouraging environment for learners to ask questions and actively engage in the learning process
• Break down complex information and demonstrate adaptability and agility in training approach in response to differences in learner’s style and ability
• Evaluate the learners’ skill level and knowledge gaps and communicate training progress to their managers/supervisors/team leaders
• Evaluate training program effectiveness through assessments, surveys, and feedback, analyze the results to suggest modifications to the training materials/approach
• Work closely with the leadership team to ensure alignment between training initiatives and operational needs

Qualifications:

• Preferebly College Graduate – Bachelor’s degree or minimum of second year college level completed
• Minimum four (4) years experience as a Team Leader is required
• One (1) year experience as a Trainer or Learning Specialist or Quality Analyst/Specialist is preferred
• Online Gaming Industry/Casino experience will be an advantage
• Background in Data Analysis, Data Analytics, Six Sigma/Process improvement in the service industry is highly preferred
• Strong Knowledge of Contact Center Operations
• Knowledgeable in quality analysis and data driven individual
• Strong understanding of the Gaming Industry
• Above Average Written and Verbal Communication skills in both English and Tagalog
• Proficient to Expert level in using Microsoft Excel
• Fundamental understanding and ability to apply adult learning principles
• Excellent understanding of Customer Experience and Customer Support best practices
• Ability to identify trends and root causes of these trends
• Previous quality monitoring experience
• Previous Business Process Improvement experience
• Work experience in a startup environment
• Willing and able to work on shifting schedule to support 24/7 operations
• Willing and able to work on holidays
• Willing to work on-site/in-office daily